IT service desk manager (retail store) responsible for managing the stores IT service desk operations to ensure stable and efficient technology support. Oversees incident management, service requests, and system troubleshooting for POS systems, networks, and store hardware. Leads and supervises the service desk team, ensures adherence to IT policies and service standards, coordinates with external vendors, and implements solutions that minimize downtime and support seamless retail operations
Requirements
Job Title: IT Service Desk Delivery Manager (C3B )
Shift: Night shift
Work Set-up: Full on-site in Taguig
Salary range: 150K- 190K
Qualifications
Candidate should have a minimum of 17+ yrs. experience
Should have Global Service Desk domain experience managing a team of 200+ FTE across multiple geos
Comfortable with working on night shifts as per business requirement
Knowledge on Service Desk metrics, SLAs & KPIs
Experience in performing client client-facing role and maintaining high level of customer satisfaction
Exposure to project financial management, top line, bottom line, margins, levers to improve margins
Excellent communication around issues and opportunities - get things done, make things happen
Should have knowledge on Transformation & Identifying Service Improvement opportunities & current market trends
Strong Customer Service, Project Management, Resource planning and Quality control skills
Should possess Forward planning, Decision-making, Strategic thinking skills
Should be an effective leader with ability to motivate team , delegate responsibilities and problem-solving skills
Should have led relationships at vendor management and executive level
